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Zendesk chat and messaging triggers conditions and actions reference



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 02, 2025


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45 comments

Hi

How does "Hour of day" trigger condition work with respect to the Timezone we have setup in our Chat Settings? We have the Timezone as UTC-6; however if we try to use the Hour of day condition, it says Hour of Day is UTC timezone.

Please advice how the two settings work. Thanks in advance.

 

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Is there a way to route chats based on the visitor email domain? We have email address as 'required' on the pre-chat form, but the 'set visitor department' action says it is only available when the widget is loaded - but the visitor will not have had a chance to enter their email address by this point. 

Our customers have specific requirements so agents are trained to handle certain customers. Therefore we need to route to groups based on the visitor organization. Thanks. 

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Jay Krishnan The trigger is in UTC and completely ignores the timezone you have set up. You have to convert yourself your timezone into UTC time when you set up the condition of the trigger. 

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Arianne Batiles

Zendesk Customer Care

Hi Steven Hampson,

You can use the Identify function –zE('webWidget', 'identify', data<object>); to capture the user's info including the organization data. Then, you can use departments.select, –chat: { departments: { select: 'hr' to set the visitor department based on the user info pulled up.

This should allow you to route chats from organization to the right department and agents. For reference, you can check out this page to see all the commands that you can use to customize the behavior of your web widget: Settings reference.

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Trigger not firing when conditions are met.
Visitor is requesting for chat but has not sent a chat yet.

 



as per the trigger condition.

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Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both taken and responded by the agent. 

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Mike DR

Zendesk Customer Care

Hi Lea! Visitor served is the closest we have. However, if you need a condition that will work for assigned tickets, I would suggest submitting product feedback here: Feedback - Chat and Messaging (Chat)

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I am trying to test a trigger based on "When a visitor has loaded the chat widget" but nothing is happening.

Is this because of our widget settings in Support? In that it tries to deflect via a Help Center search and then displays the contact form?

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JR Lausin

Zendesk Customer Care

Hi Bill, I will create a ticket for your concern you should receive an email about the ticket.

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What do I need to do to exclude mobile users? 

Visitor platform > does not contain > ios

Visitor platform > does not contain > android

That doesn't seem to work... what should I be doing? Thanks

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I was using on many of my chat triggers the action for adding tags. 

This is no longer available via messaging triggers. What is the suggested workaround?

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Paolo

Zendesk Engineering

Hi Efrat,
 
You can create a trigger to add tags on your Messaging tickets. Please refer to the sample below.

 
Best,
Paolo | Technical Support Engineer | Zendesk

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Paolo Thanks for the screenshot, but there is one thing missing. I need it to only occur when the specific messaging trigger run - how can I add that to a trigger condition?

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hello Paolo 

so we want to add Proactive messages for visitors of our website : 

- one trigger for homepage

- one trigger for special categories (christmas) of our website

- one trigger for checkout

 

We setting the 3 triggers, with the specified URLs. It appears that if a visitor arrives at the homepage, and see the first proactive message, then the 2 others won't work. Is that a normal behaviour ? Shouldn't it trigger the 3 times if visitor navigates through homepage, then christmas category, and then checkout ?

 

thank you

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I was testing the use of placeholders used in messages from Messaging triggers and found that standard placeholders don't work here. 
When I try the messaging-specific placeholders, however, I also find they don't work for me (see below). 

What is the trick here?

I was looking to reveal the ticket ID for the requester, and found there is no such placeholder. Is this coming?

 

Thank you!

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